Don't forget your sunscreen! 🧴
July came in hot! Like, 404-server-error-level hot. 🌡️
Temperatures have been scorching all over the world, and just like bad customer experience, even the coolest regions are burning up! But you know what else brought the heat? Our CX teams. While the rest of the world was out melting on beaches and sunbathing beside poolside Wi-Fi, our agents were delivering five-star service with SPF: Speed, Precision, and Friendliness. 😎
But you won't need sunscreen for this month's sizzling CX highlights! Although you might want sunglasses to shield you from the shiny treasures. Summer's hot, but these insights are hotter 🌞
Let's dive in...
🏆 How to design a winning customer experience strategy
These days, it's not just the product or service that sets your business apart. What makes it stand out is the experience you deliver to each customer—from the very first interaction to long after the sale.
Regardless of whether you’re a startup or a global brand, your ability to design and deliver a smooth, memorable, and human-centered customer journey is what builds loyalty, drives growth, and turns buyers into lifelong advocates. Providing a great customer experience at every touchpoint transforms buyers into loyal customers.
📊 Numbers don't lie, especially in SaaS
How do you know if you're providing amazing customer experiences to your SaaS subscribers? You check the numbers, that's how. However, there are certain CX metrics that you must pay the closest attention to in 2025 and beyond.
The only way to scale and retain customers in the SaaS industry is by tracking the right metrics—especially in customer support, where every ticket has a direct line to retention. Subscription-based business models rely on CX metrics to drive retention and growth. Using these insights can help you improve customer satisfaction and overall performance greatly.
🚀 Growing pains: Systems every eCommerce brand needs before scaling
In a recent fireside chat, our very own Tshili Khupe (Head of Strategic Partnerships & Growth) and Atiya Brown (Growth Manager) explored the essential systems, people, and processes every eCommerce brand needs to implement before scaling.
Scaling is one of the most exciting challenges a business can take on. But rapid growth without the right systems in place can lead to disorganization, customer dissatisfaction, and ultimately stalled momentum.
And if you're a visual learner, you can watch the fireside chat here 👇
Thanks for catching up with us this month! If you have any questions, feel free to drop a comment, and if you learned something new, share this with others in your network.
💌 Make sure they subscribe to our newsletter for monthly CX insights!